Benchmark call center professionals Metrics Self service 
Fonolo
SEPTEMBER 27, 2016
As any customer support manager knows, there are a number of crucial factors that come into play when looking to succeed in the call center world. We often hear from call center managers who are trying to improve their call metrics with our solutions. Repeat calls went down, but so did average handle time!
Fonolo
NOVEMBER 17, 2020
Voice is still the dominant channel in the contact center and will remain so for many years. “Expect to see more focus on digital and self-service, less brick and mortar, more efficiency-builders for company and customer, and an increased call for the return of voice to handle the challenging stuff.
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Fonolo
APRIL 24, 2018
When it comes to customer service, the expectations keeps rising. See our whitepaper for more on this topic The Contact Center Playbook for Improving Customer Satisfaction. Our favorite chart: Customer Experience Transformation Benchmark Study. See Is Chat Eating into Phone-Based Customer Service? Where to get it: [link].
Fonolo
APRIL 24, 2018
When it comes to customer service, the expectation keeps rising. See our whitepaper for more on this topic The Contact Center Playbook for Improving Customer Satisfaction. Our favorite chart: Customer Experience Transformation Benchmark Study. See Is Chat Eating into Phone-Based Customer Service? Where to get it: [link].
Pointillist
NOVEMBER 11, 2019
By Stephanie Ventura Metrics tracking is a vital element of every call center. However, aiming to track all possible call center metrics can lead to information overload. Instead, organizations must focus on metrics that yield the greatest insight. What is First Call Resolution? The reason?
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